Customer Success Manager
•DiligentcorporationHybrid· 21h
🎧 Support⏰ Full-time🎯 Lead / Principal🇳🇿 Auckland, New Zealand
21h ago
Talentsafari·about 1 month ago
There are 20 million micro and small businesses (MSBs) across Africa, and traditional financial services are failing them.
Numida is on a mission to build digital financial services that help ambitious small business owners across Africa achieve their dreams. We build fast, accessible financial products for financially excluded businesses, and we care deeply about how those products are experienced.
As we scale across markets, products, and partnerships, customer experience must become a core operating capability, not a side function.
At Numida, customer experience is not only about support interactions — it includes how customers are acquired, onboarded, sized, supported, retained, and grown across multiple products, markets, and partner journeys.
We are looking for someone who can help ensure that customer experience supports strong customer outcomes, healthy portfolio growth, and long-term trust.
Customer experience at Numida is created across the full customer lifecycle - from acquisition and onboarding, to first product use, repeat usage, product growth, and long-term relationship across multiple products, markets, and partner integrations.
We are hiring a Customer Lifecycle & Experience Manager to help the business understand and improve customer outcomes across this lifecycle, ensuring that customer experience supports responsible lending, strong retention, and sustainable growth as we scale across markets and products.
This role works across Product, Credit Ops, Growth, and Customer Operations to ensure that the customer perspective is visible in decision-making, and that experience insights translate into better product, policy, and operational choices.
The primary focus of this role is ensuring that customer experience is understood end-to-end and actively improved across the organisation. Customer Support and Quality Assurance form part of the CX capability and are key sources of insight and execution, but not the core focus of this role.
As Numida evolves from a single-product lender to a multi-product financial partner, this role helps ensure that the customer experience remains coherent, understandable, and supportive of long-term customer success across all products and journeys.
This role is about orchestration, not centralisation. CX remains owned across teams, and this role ensures that customer outcomes are consistently measured, understood, and improved.
Customer Lifecycle & Outcomes
Analyse the end-to-end customer journey and lifecycle, including acquisition, onboarding, first product use, repeat usage, product growth, and retention.
Identify experience, product, policy, or operational issues affecting customer success.
Ensure the customer experience remains clear and consistent as customers move between products, markets, and partner journeys.
Help the business understand how product design, loan sizing, limits, pricing, and customer communication affect customer behaviour, retention, and long-term value.
Surface trade-offs between customer experience, risk, and growth.
Partner with Credit Ops to ensure experience supports responsible lending and healthy portfolio performance.
Work with Product to improve usability, clarity, and customer understanding of our products.
Support Growth in ensuring acquisition quality aligns with long-term customer success.
Help define what good customer outcomes look like and how the organisation should measure them.
Customer Insights & Continuous Improvement
Ensure customer feedback, support data, and QA insights are systematically collected and analysed.
Translate insights into clear improvement actions across Ops, Product, and Growth.
Proactively identify systemic experience risks and opportunities.
Build routines for sharing customer insights across the organisation.
Ensure experience learnings lead to changes in tools, processes, scripts, or policies.
Help the organisation move from reactive fixes to deliberate experience design.
Cross-Functional Partnership
Partner closely with Product to embed customer experience thinking into product design and tooling.
Work with Credit Ops leaders to ensure customer experience supports sustainable customer behaviour.
Collaborate with Growth and Marketing on customer education and proactive engagement.
Work with Product, Credit Ops, and partner teams to ensure customer experience remains coherent as the product suite expands.
Support the design of customer journeys that work across multiple products rather than isolated features.
Support leaders in making better decisions by bringing the customer perspective into discussions.
Help teams understand how their work affects customer outcomes.
Measurement & Accountability
Own and evolve customer experience and lifecycle metrics.
Connect CX performance to business outcomes such as retention, repeat usage, and customer lifetime value.
Track customer lifecycle performance across products, including first-product success, repeat usage, product growth, and long-term retention.
Help define metrics that reflect customer success across the full customer relationship, not only single-product performance.
Ensure metrics are visible, meaningful, and acted on by the right teams.
Use data to identify root causes, not just report performance.
Track experience trends across markets and products as the business scales.
CX Function Leadership
Lead and manage the CX capability, including Customer Support and QA.
Set clear priorities aligned to customer outcomes and business performance.
Coach and support the STL-CX to drive strong frontline execution.
Ensure QA functions as an enablement and coaching capability, not just a control function.
Help define how CX should operate as Numida grows across markets and products.
Support & QA Excellence
Oversee Customer Support operations to ensure timely, empathetic and effective customer interactions.
Ensure QA insights are used to improve conversations, workflows and tools.
Maintain clear service standards across markets.
Ensure support and QA insights feed into product, policy and operational decisions.
Build a support and QA capability that scales with the business.
What You Have
5+ years’ experience in customer experience, operations, product, service design or customer lifecycle roles in a scaling organisation.
Experience in fintech, lending, savings, digital products or multi-product customer journeys strongly preferred.
Proven people leadership experience, including managing managers.
Strong systems thinker able to connect frontline experience with product, credit and growth decisions.
Comfortable analysing customer data, lifecycle metrics and behavioural trends.
Experience working cross-functionally and influencing senior stakeholders.
Experience improving processes in fast-moving environments.
Comfortable using automation, tooling and AI-enabled workflows.
Ability to work in ambiguity and help define how things should work.
You believe customer experience is created everywhere, not only in support.
You think in lifecycle, not just touchpoints.
You care about customer outcomes, not just customer satisfaction.
You balance empathy with commercial and operational discipline.
You are comfortable challenging the status quo.
You bring structure to complex problems.
You want to build products that truly work for small business owners.
This is a high-impact role in a fast-growing African fintech.
You will help shape how customer experience supports product growth, customer success and long-term trust across multiple markets and products.
We offer a competitive salary and benefits aligned with experience
Employee share options available, giving you ownership in Numida’s long-term success.